Help Desk Tier 1 - Remote

Overview

This is a Tier 1 Help Desk role where you will support a web-based user application by addressing technical issues and providing guidance to users.

In Short

• Part-time position (approximately 20 hours a week)
• Work Monday through Friday during standard business hours
• Resolve common technical issues like login problems and browser compatibility
• Provide general usage guidance and support via email
• Log and categorize incidents with appropriate tagging
• Differentiate between technical and policy-related inquiries
• Escalate complex issues to the Tier 2 team
• Work fully remote from the contiguous United States
• Must have strong communication and critical thinking skills
• Ability to manage workload effectively

Requirements

• Collaborative spirit and commitment to making a positive impact
• Comfort with computers and common software tools
• Experience using email for support communication
• Strong listening and comprehension skills
• Ability to troubleshoot and resolve common technical issues
• Must be able to read, write, and understand English
• Ability to work independently and seek guidance when necessary
• Willingness to follow established processes
• Ability to adapt to new information and unexpected situations
• Must have a reliable internet connection and dedicated workspace

Benefits

• Opportunity to work in a collaborative and supportive environment
• Flexible part-time hours
• Experience in government-related projects
• Potential for extended employment beyond initial term
• Commitment to diversity and inclusion in the workplace